Resource Coordinator EKH (Emiratisation)
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Key skills for this role
About the Role
Emirates seeks a Resource Coordinator to support the Mission Control Team by analyzing data, producing reports, and recommending resource requirements for call centers and retail outlets.
Key Skills for This Role
Responsibilities
- Produce call, email, and other multimedia contact volume statistics and forecasts for all departments within Commercial Contact Centres
- Provide the Resource Planning Officer with detail to enable them to produce and maintain staff rosters and schedules
- Coordinate with NPSD and local management teams to prepare reports investigating specific business areas and trends
- Develop future resource budgets across Commercial Retail and Contact Centres based on historical events, forecasts, and trends
- Recommend opportunities for customer self service enhancements and IVR improvements to reduce calls to agents
- Highlight trends on manpower related items such as staff adherence, attendance, sickness, etc., to Contact Centre Managers
- Independently gather and present accurate data on contacts offered to and handled by EK Commercial offices
- Track and monitor business trends to compare weekly, monthly, and yearly performance
- Produce regular and timely reports on EK Commercial offices’ performance at network, contact centre, team, and agent levels
- Create and maintain agent skills records and communicate with training and local management teams to ensure records are up to date
Requirements
- Minimum 4–5 years’ resource planning experience, preferably within a contact centre
- Working knowledge of contact centre procedures and methodology
- Strong analytical ability, and diagnostic and problem solving skills
- Ability to communicate and negotiate effectively
- PC based skills to operate Windows packages such as Microsoft Word, Excel, and email
- Genesys experience, while not essential, would be desirable
Full Job Posting
Job Purpose
- At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’.
Role Summary
- As a Resource Coordinator you will provide comprehensive support to the Mission Control Team by collating and analysing information to produce timely reports and provide recommendations, highlighting call trends and volume forecasts.
In This Role, You Will
- Produce call, email, and other multimedia contact volume statistics and forecasts for all departments within Commercial Contact Centres, based on historical data using Emirates Group and contact centre strategy information.
- Provide the Resource Planning Officer with the detail to enable them to produce and maintain staff rosters and schedules.
- Coordinate with NPSD and all local management teams across the network in order to prepare reports to investigate specific business areas and trends.
- Develop future resource budgets across the Commercial Retail and Contact Centres, based on historical events, forecasts, and medium and long term trends.
- Recommend opportunities to the Mission Control Team and all Contact Centre Managers for customer self service enhancements and opportunities within the IVR so as to reduce calls to agents.
- Highlight trends on manpower related items such as staff adherence to schedules, attendance, sickness, lateness, absence, overtime, lieu time, and leave, and provide these to local Contact Centre Managers.
- Independently gather and present accurate data on the number and type of calls, emails, and other multimedia contacts offered to and handled by EK Commercial offices across the network.
- Track and monitor business trends so as to identify and compare weekly, monthly, and yearly performance to assist the Resource Planning Officer.
- Produce regular and timely reports on EK Commercial offices’ performance at network, contact centre, team, and agent levels.
- Create and maintain agent skills records. Regularly communicate with the training and local management teams to ensure agent skill records are up to date and correct.
Qualifications
- Minimum 4–5 years’ resource planning experience, preferably within a contact centre.
- Working knowledge of contact centre procedures and methodology.
- Strong analytical ability, and diagnostic and problem solving skills.
- Ability to communicate and negotiate effectively.
- PC based skills to operate Windows packages such as Microsoft Word, Excel, and email.
- Genesys experience, while not essential, would be desirable.
Salary & Benefits
- Join us in Dubai and enjoy attractive salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world.
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